Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: On 06/- pic codes were corrected on order [redacted] .On December 6, a Frontier Communications representative spoke with Mr [redacted] advising him that the credit request was issued for $has been approved and applied to accountAdvised that after deducting the charges owed the new balance is 57.29-Also waived late fee of that was billed on November statement

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate your bringing this matter to our attention.The Complaint states that:The customer has attempted to resolve an ongoing billing disputeThe customer states it took several months for the account to be bundled The customer continued to remit payment to DishWhen the account was bundled, the customer had already disconnected his Frontier servicesFrontier has investigated the above statements and offers the following response:A review of the customer’s account determined the customer disconnected service on June 6, The June 10, bill included Dish charges for months.The customer states he continued to pay Dish directly and will remit the credit that remains on his Dish account to Frontier.In turn, a credit for $has been applied to the customer’s Frontier account.The credit applied in addition to the customer’s payment will bring the account to a zero balance.A Frontier representative spoke to Mr [redacted] on January 30, 2017, and provided the above information.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that the customer may have experienced as a result of the above matterFrontier Specialist: Amara H [redacted] Department: Executive Customer Relations

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that his services are billing high Frontier has investigated the above statements and offers the following response: Account research shows prior to conversion Mr [redacted] was billing $per month excluding applicable taxes and surcharges.Records show Mr [redacted] was billed $On December 1, a credit of $was applied for the rate difference billed from May through November This should reflect in one to two bill cyclesResarch shows service order completed November 30, disconnecting service A Frontier representative attempted unsuccessfully to reach Mr [redacted] A contact letter was sent on November 30, We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for review The Complaint states that: • Mr [redacted] advises that Frontier is not fixing his billing issues Frontier has investigated the above statements and offers the following response: • Frontier attempted to contact Mr [redacted] on 10/3/16, 10/5/16, and 10/10/and have had no return call• Frontier sent a letter detailing direct contact info for her concerns We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Mrs [redacted] spoke with a Frontier agent and the agent adjusted the account for a total amount of $ The adjustment includes credit for the $install fee, late fees and out of service credit Mrs [redacted] requested to disconnect her services as of November 3, with order # [redacted] A return label was also sent out to the residence to return her FIOS TV equipment A Frontier representative will continue to work with Mrs [redacted] to resolve her final billing concerns

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mr [redacted] advised a Frontier representative offered a $loyalty credit to reduce the monthly rate for internet service to $34.99He is seeking an advertised rate of $a month for 100/for months Frontier has investigated the above statements and offers the following response: Mr [redacted] has been issued a one-time credit totaling $to cover the discount as a customer courtesy The monthly rate will continue to be $per month in a 24-month term that ends 5/11/18.Frontier is honoring his current promotional rate and he does not qualify for any additional promotional discounts The $rate for 100/is a new customer offer – Mr [redacted] is an existing customer and does not qualify for the new customer offer.Frontier Communications Office of the President provided this information to Mr [redacted] on 3/23/We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: On May 18, 2016, Mr [redacted] was contacted and service was confirmed as working.Frontier advises that Mr [redacted] Ported to another provider on May 27, 2016.Mr [redacted] has received credits for his service outage We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I would like to emphasize that I did not CANCEL the service, frontier rep cancelled my service for both phone and internet Causing the interruption on saleI understand sometime accidents happen, and if it was restore immediately, I would have excused the issue But they kept telling us that the internet was restored, but in fact, it wasntWe then continued to request service tech to come to site, just in case it was us that did something wrong onsite We were "on scheduled" for a tech, (though first scheduled were a no show), then continue to waitFinally after days of continuing calling and waiting, a tech showed up Claiming nothing was wrong and that internet service should be restored within hoursWe were on our 6th day without internet After hours, nothing Then we called again, and started getting really mad, I told them I will record all our conversation and that they will be held responsible for all the losses and run around At this time, I didnt know Spectrum also service our area, or problem would have been solvedThats why I was so patient with them/ We called and begged/threaten to sue, then I think our numbers (office, cell) got black listed They stopped answering our calls, or if we were able to get through (using a different number to call), then the minute we referred back to our case, we were on hold, hours at a time Transfer to anyone, any department would take hoursAnd Frontier was just ignoring us period It was and a half week without internet We are a restaurant business with at least 50% of sales from Credit Card We lost all our business and continue to suffer Not to mention the endless hours we all spent each day, different people taking turn to call, and waited We got promises of internet will be working "guarantee within hours " (this is a different occasion that I got a hold of someone using my husband phone), and again empty promises I just dont understand why service wasnt restored But it was promised many time, then waited and waitedfor hours and hours each day All of us were desperateI have records of those calls, and some IDs and name, though after a while, they stopped giving us name or any infos Regards, [redacted]

Thank you for referring the rebuttal of [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that: Mr. [redacted] advises that he will not accept the $14.17 refund that Frontier owes him in the form of a prepaid visa card from Citibank, which is the bank that processes refunds on Frontier’s behalf. Mr. [redacted] advises that he can’t deposit a gift card in his bank and did not pay his Frontier bills with a gift card, so Frontier should send his refund in the form of a paper check. Mr. [redacted] advises that he should not have to take the time to speak with Citibank to request his refund in the form of a check, and that Frontier should take care of that for him. Frontier has investigated the above statements and offers the following response: Frontier advises that, per Frontier’s refund policy, the $14.17 refund that is owed to the customer has to be issued by Citibank in the form of a prepaid card, and the funds have already been released by Frontier to Citibank.Frontier spoke with Mr. [redacted] on March 27, 2017, and advises him that he will need to speak with Citibank directly to request that they send him the refund as a paper check. He was also advised that after receiving the prepaid card, he can transfer the funds directly into his bank account.Frontier is not allowed to request replacement cards from Citibank, and that has to be done by the customer. Mr. [redacted] declined Frontier’s offer to conference in Citibank and ended the call. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. [redacted] has experienced as a result of the above matter.

Thank you for referring the complaint of [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention. The Complaint states that: Mr. [redacted] states that the Frontier billing is incorrect and request an adjustment. Frontier has... investigated the above statements and offers the following response: Frontier located a payment in the amount of $106.87 processed to the wrong account. On 02/16/2017 the balance was transferred to the current account.Frontier determined that Mr. [redacted] is subscribing to phone only for the monthly reoccurring charge of $42.99 plus taxes and surcharges.Frontier advises that at this time the balance is in the amount of $60.33 due by 03/06/18. We regret any inconvenience that Mr. [redacted] may have experienced as a result of the above matter. .

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. I am not confident that all my payments have been applied. I would request a summary statement that outlines what they billed each month and what payments were applied each month and what credits were applied each month. They will tell me that payments have been applied, but then I don't see those payments reflected on the bills. I am often told that my payments will not be reflected in a timely manner - so I am never sure what payments I needed to make. I will use the customer app and that also never seems to be current. They have shared that the app is never up to date so again - how am I to know what needs to be paid. And if I have paid the right amount or if I have over paid. To close this matter, I would like to see a customer summary statement, outlining my bills from July to March. This should reflect what was billed - payments made and credits made to the account. We are deactivating our account as of the end of March. I was advised that a final bill will come and a box in which to send the equipment. I am still waiting for that information. Thank you for your assistance to this matter. Regards, [redacted] ***

Frontier has investigated the above statements and offers the following response: Frontier advises that on 12/14/15 a Frontier representative removed Ms. ***’s Local Provider Freeze to allow Ms. [redacted] the availability to Port Out her number to another provided. Frontier never received a request... from another carrier to Port Out the number. Frontier has no record of Ms. [redacted] calling to cancel until 2/08/16. Frontier advised that it is the customer’s responsibility to cancel service with Frontier should she decide to change services without taking their number to another provider. As a courtesy, Frontier has waived the remaining balance on the account of $71.83. This leaves an account balance of zero. We trust that this information will assist you in closing this complaint. We regret any inconvenience that [redacted] *** may have experienced as a result of the above matter. Frontier Specialist: Jennifer V [redacted] Department: Consumer Relations

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. [redacted] cancelled service on January 8, 2017.Ms. [redacted] received a $10.00 for the time frame she was due to be disconnected and still had active service.In addition, Ms. [redacted] will receive... credit for the days of service she was billed for after disconnection. These credits will reflect on her statement printing January 21, 2017.Any refund due to Ms. [redacted] will be received within 90 days after the disconnection of service. We trust that this information will assist you in closing this complaint. We regret any inconvenience that [redacted] may have experienced as a result of the above matter.

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he previously had multiple services with Verizon Mr [redacted] requested a change in his service in September to an internet only accountThe internet service speed Mr [redacted] had with his bundled account is no longer offered as a standalone product therefore he was offered something faster with a promotional rate and a $prepaid Visa cardMr [redacted] questioned his billing statement when he received it as it showed his promotional rate for one year not two yearsMr [redacted] spoke to both customer service and a supervisor however still felt the questions weren’t answered the issue with the length of his promotion was not resolved Frontier has investigated the above statements and offers the following response: Frontier has verified Mr [redacted] is being billed the correct promotional rate he was offered however the price is not a current promotion therefore as we explained to him it will require manual credits applied to his second year of service billingFrontier also because of the timeframe was not able to generate the prepaid Visa card for Mr [redacted] so as a replacement he agreed to accept a $credit being posted to his Frontier balance We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, I would like to point out to Frontier that their customer service agent, Greg V***, confirmed on August 17, installation would occur on August 25, between the hours of 8:AM and 12:PM (see attached) NO TECHNICIAN showed up on this date A technician randomly showed up a few days later and we told them that the since no one showed up on the date that is confirmed on the attached email, we called and cancelled installation and went with another, more reliable, service In fact, that provider installed our service the very next day Also, Frontier needs to be aware that I NEVER received anything in the mail from them until I received the erroneous invoice Frontier needs to better train their customer service agents and technicians in the Cookeville, Putnam County, Tennessee area Regards, [redacted]

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she would like the Frontier technician fee waived Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on August 21, Frontier explained that we are unable to waive the Technician feeTechnician ticket [redacted] notes explain IO Wire and Filter replaced in living roomFrontier explained charges are valid.Frontier explained the prior credits issuedOn 6/5/credit issued in the amount of $An additional credit issued on 8/8/in the amount of $ We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Customers internet was locked in at for years and now her price is actually Frontier has investigated the above statements and offers the following response: Customers price was locked in for years at 34.99, she also accepted a promotion that dictated she could get 5$ off for years if she signed up for autopay, customer never signed up for autopay so her price stayed at 34.99.Frontier has agreed to credit the customer a lump sum credit to make up for the promotional amount until her 2nd year hits We trust that this information will assist you in closing this complaint We apologize for any inconvenience that she has experienced as a result of the above matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Hello,I had no contract sent to me My order number was [redacted] I first started out wanting just internetThe sales Associate told me they were offering a deal that if you got internet and phone that it would cost me $47.98plus taxes and $installation which includes refundable $gift cardI could cancel the phone after the first monthmy install date was 11/7/ I could cancel any time after the first month because I was under no contractThis is my first time with Frontier an I must say I has been the most frustrating company I have ever dealt withI was never mailed any contract because I was not under a contract.Thank you

Frontier CommunicationsThank you for referring the complaint of Mrs [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention.The Complaint states that:Mrs [redacted] contact Frontier in June to get a lower monthly rate.She was advised her rate could be close to the rate she had with Verizon, although her July and August bills are still higher.Mrs [redacted] was promised a credit that she never received.Frontier has investigated the above statements and offers the following response:We spoke with Mrs [redacted] on August 5, and agreed to credit $28, which has been applied and will reflect in to bill cycles.Frontier advises that we continue to make progress every day and explore options to ensure a consistently positive service experience for our customersUnless otherwise prohibited by LAW, Frontier may change the terms and conditions of your service, including rate changes and discontinuation of promotional pricing and discounts, at any rime by giving you days’ notice by Bill Message, Bill Insert, E-mail or other notice, including Posting Notice of such changes on the www.frontier.com websiteYou accept the changes if you pay for or use the services after Notice is providedIn addition, we reserve the right to immediately modify the service to reflect any change in any Governing Law, underlying Network Service or component affecting the serviceFrontier advises that we continue to make progress every day and explore options to ensure a consistently positive service experience for our customers.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G*** Department: Executive RelationsTelephone Number: 1/###-###-#### Ext Fax Number: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I always thought true customer service was making sure a customer was satisfiedI experienced terrible customer service with Frontier and was provided a low quality product for one weekI spent over wasted hours on the phone with representatives who were poorly trained and gave misinformationAll said and done, I paid the $for the poor quality product and serviceI will make sure to let everyone I know about my experienceI know others dealing with this crooked company and their ratings speak for themselvesI just wish I would have known before signing up with them Regards, [redacted]